Universal Human Resource Consult is a HR Consulting firm that effectively manages Private and Government Organisations, ensuring deployment, engagement and Training of Talent/Human Resources; thus creating sustainable growth and increased quality of service delivery.

Our Vision is to transform Government and Private Sector Human Capital into value adding resources that contribute to sustained competitiveness. We are on a Mission to deliver innovative Training Programmes and Consulting best practices through seasoned Facilitators and HR professionals, to meet individual and Organisational needs.Description

We are seeking a passionate, customer-focused, and service-driven Customer Care Manager to join our hospitality team.
The successful candidate will be responsible for creating memorable guest experiences by ensuring excellent customer service delivery, managing customer feedback, resolving complaints professionally, and building strong relationships with our guests.
The ideal candidate should have a strong understanding of hospitality standards, excellent communication skills, and the ability to lead a customer-focused culture that enhances guest satisfaction, loyalty, and overall business growth.

Responsibilities

Develop and implement strategies to improve guest satisfaction and enhance the overall customer experience.
Ensure guests receive warm, personalized, and consistent service throughout their interaction with the restaurant.
Monitor customer service standards and work closely with operational teams to maintain service excellence.
Engage with guests to gather feedback and identify opportunities for improvement.
Investigate customer issues, provide appropriate solutions, and ensure follow-up to guarantee satisfaction.
Maintain a record of customer feedback, complaints, and resolutions for continuous improvement.
Build strong relationships with regular customers and encourage customer loyalty.

Qualifications & Requirements

Bachelor’s Degree or HND in Hospitality Management, Business Administration, Customer Service, or a related field.
Minimum of 5 years’ experience in customer service, hospitality, restaurant operations, or a related role.
Proven experience managing customer complaints and improving customer satisfaction.
Strong leadership and interpersonal skills.
Excellent verbal and written communication abilities.
Ability to remain calm and professional under pressure.
Strong problem-solving and decision-making skills.
Customer-focused mindset with attention to detail.
Proficiency in Microsoft Office and customer relationship management.

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9jabook

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Universal Human Resource Consult is a HR Consulting firm that effectively manages Private and Government Organisations, ensuring deployment, engagement and Training of Talent/Human Resources; thus creating sustainable growth and increased quality of service delivery.

Our Vision is to transform Government and Private Sector Human Capital into value adding resources that contribute to sustained competitiveness. We are on a Mission to deliver innovative Training Programmes and Consulting best practices through seasoned Facilitators and HR professionals, to meet individual and Organisational needs.Job Summary

Our client  is seeking a Customer Care Manager to oversee and elevate the overall guest experience. The role is focused on building strong customer relationships, ensuring exceptional service delivery, managing customer feedback, and driving guest satisfaction and loyalty.
The ideal candidate must be highly empathetic, service-oriented, and experienced in managing customer experience in a fast-paced restaurant environment.

Key Responsibilities

Oversee the overall customer experience to ensure guests receive warm, personalized, and consistent service.
Proactively engage with customers to enhance satisfaction and build strong relationships.
Manage and resolve customer complaints and escalations promptly and professionally.
Collect, analyze, and act on customer feedback from surveys, reviews, and direct interactions.
Ensure service standards are consistently maintained across all customer touchpoints.
Train and guide staff on customer engagement, empathy, and service excellence.
Collaborate with operations and kitchen teams to improve service delivery and guest experience.
Implement customer loyalty initiatives and retention strategies.
Monitor customer satisfaction metrics and recommend continuous improvement actions.
Ensure the restaurant delivers memorable experiences that encourage repeat patronage and positive word-of-mouth.

Qualifications and Experience

Bachelor’s Degree in Hospitality Management, Business Administration, Mass Communication, Marketing, or a related field.
Masters Degree is an added advantage
Minimum of 5years of customer service experience in the hospitality or restaurant industry.
At least 2 years of supervisory or managerial experience.
Proven experience managing customer relations and service improvement initiatives.

Required Skills and Competencies:

Exceptional customer service and relationship management skills.
Strong leadership and team management abilities.
Excellent verbal and written communication skills.
Conflict resolution and problem-solving skills.
Emotional intelligence and empathy.
Strong organizational and multitasking abilities.
Ability to work under pressure in a fast-paced environment.
Proficiency in customer service software and Microsoft Office Suite.
Attention to detail and commitment to service excellence.

Written by

9jabook

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